If something isn't working the way it should, or you simply have a question about your account, we want to hear from you. The details for reaching us are listed on this page — please use whichever channel suits you best.

Every message that comes in is handled by a member of our support team who has the authority to look into your account directly. That means they can review transactions, check bonus eligibility, investigate withdrawal queries, and escalate anything that needs a second pair of eyes. You won't be passed between departments for routine matters.

Help us resolve your issue in one go

The quickest way to get a clear answer is to give us enough information upfront. When you write to us, please include your registered username or the email address on your account, a description of what happened, and — if it's a payment issue — the approximate date, the amount, and the method you used. If you received an error message, copying it into your message saves us a round of back-and-forth. The more specific you can be, the less likely we are to need to come back to you with follow-up questions before we can act.

Once your message reaches us, it is logged and assigned. You will receive a confirmation so you know it hasn't disappeared. From there, the assigned agent reviews your account, checks any relevant records, and responds with either a resolution or a clear explanation of the next step. Nothing sits unanswered.

Complaints and responsible gambling requests

If you feel your concern hasn't been handled fairly after our initial response, you can escalate it as a formal complaint. At that point it moves to a senior member of the team who reviews the full history of the interaction and the underlying issue. If we still can't reach a resolution that satisfies you, we will explain what further options are available to you, including any relevant external routes under our licence with the Anjouan Gaming Authority.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated differently from standard queries. We take these seriously and process them without delay. If you contact us asking to restrict or close your account for responsible gambling reasons, that request will not be deferred or talked out of — it will be acted upon. Please be as clear as possible about what you are asking for so we can apply the right measure straight away.

One final point on security: we will never ask you for your password, your full card number, or any one-time passcode via email or chat. If you ever receive a message claiming to be from SpinPolo that asks for any of these, do not respond to it — contact us directly through the channels on this page so we can investigate.